by Ryan Cich

Measuring SuccessBy definition, success is the correct or desired result of an attempt. As a business owner, manager, or employee of an organization our perception of what success looks like may not be in alignment with our key stakeholders’ perception of success. It is this misalignment that often leads to frustration and concern within a work environment and may result in failed services, products, or more significantly a business.

As a customer service focused organization, we are looking to attract and retain raving fan clients; the type of client that actively recommends our services or products to friends, colleagues, and family members without reservation. To measure this element of our business we depend on Net Promoter Score (NPS). Originally developed by Fred Reichheld with Bain & Company, NPS was first introduced in his 2003 Harvard Business Review article “One Number you Need to Grow”. You are probably familiar with the core question of NPS if you have received a service request questionnaire from us or many other organizations that use NPS.

NPS is quite simple when you boil it down. Ask a question about how likely an individual is to recommend a company/product/service to a friend or colleague on a 0-10 scale. Then scrutinize the resulting data.

NPS results in a number between -100 and 100. If an organization has a positive NPS score, they are thought of as doing a good job. Organizations that have an NPS score of 50+ are doing an excellent job.

NPS can be associated with an organization, department, or an individual’s ability to deliver service. We value your time and candid input when you complete our surveys. This feedback has a direct correlation to the services we provide and how we deliver them to you. During the 2 years we have been using the NPS system, we have been able to achieve an NPS of 85+. We are always looking for ways to improve our service delivery and drive that number to 100. We would never be able to do it without your thoughts.

Moving forward in these newsletters we plan to feature our NPS score so that you can see how we are measuring up.

If you have any questions about using Net Promoter Score within your organization or the technology tools that are available to help start tracking NPS, please reach out to your account mana